Katie Rosa
Manager, Partner Care
- Role
- Manager, Partner Care at Nbc Sports
- Location
- Orlando, FL, US
- LinkedIn followers
- 500 followers
About Katie Rosa
15+ year Customer Success leader with extensive experience in B2B SMB SaaS & payments. Prior experience includes tech Unicorn Stax Payments for 5+ years exiting at a valuation of $1.25B and optimizing $2B in Payments for Sonesta Hotels.
Experience
Manager, Partner Care
Nov 2025 — Present · Orlando, FL, US
Operational Leadership: Manage and scale high-performing GolfNow Partner Care teams within Versant Media, focusing on B2B contact centertechnology support and partner loyalty.• Strategic Coaching: Recruit and mentor a team of specialists, utilizing transparent performance metrics, and feedback loops to drive elite service standards.• Data-Driven Management: Optimize daily workflows and support implementation by leveraging key operational metrics (CSAT, Same Day Close, and Utilization).• Cross-Functional Integration: Partner with Product, Engineering, and Implementation teams to resolve critical incidents, software defects and to enhance the partner user experience.• Systems Expertise: Utilize Salesforce to manage complex support ticketing and documentation workflows for all business partners.
Education
Antioch University New England
Masters, Marriage and Family Therapy/Counseling
Antioch University New England
Masters, Counseling Psychology
Wilson College
Bachelor of Science (B.S.), Business Administration and Management, General
2004 — 2008
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